Inbox & conversations
Read every mascot conversation, spot frustrated visitors with sentiment scores, and follow a conversation to its outcome.
Reading a conversation
Open any conversation to see:
- The full transcript — every visitor message and every mascot reply.
- Page context — which page each message was sent from, so you can see what the visitor was looking at.
- Sentiment — each conversation is scored so you can sort frustrated visitors to the top instead of reading everything.
- Outcome — whether the conversation ended with an answer, a captured lead, or an escalation to a human.
What to look for
The Inbox is your fastest feedback loop on answer quality:
- Repeated questions the mascot answers poorly are knowledge gaps — add a manual entry and the fix is live immediately.
- Negative-sentiment clusters on one page usually mean the page itself is confusing — the transcripts tell you exactly what's unclear.
- Escalated conversations show where visitors needed a human; if the reason was answerable, teach the mascot.
Long conversations
Long chats are summarized internally so the mascot keeps the thread without losing early context — you'll always see the full raw transcript in the Inbox regardless.
Exporting
Conversation CSV export is coming soon (Q3 2026). Until then, transcripts are available in full inside the dashboard, and conversation events can reach your own systems via webhooks.